Five9 Virtual Call Center Software


 

Five9 is used by call centers around the world to manage inbound, outbound, blended or multi-channel contact centers. 

It offers IVR with speech recognition, multi-channel ACD, predictive dialer and customer relationship management (CRM) integrations. It also features integrated workforce optimization capabilities and built-in call recording, agent scripting and quality monitoring components. 

Most call centers can be up and running in a matter of days, since agents only need Internet-ready computers and headsets to get started. And, Five9 can adapt to your changing business needs (seasonal demands, remote agents, peak call times etc.) and will scale with your business as it grows. 

 

Five9 Virtual Call Center - Agent desktop
 
  • Five9 Virtual Call Center - Agent desktop
    Agent desktop
  • Five9 Virtual Call Center - Application portal
    Application portal
  • Five9 Virtual Call Center - IVR script designer
    IVR script designer
  • Five9 Virtual Call Center - Supervisor real-time statistics
    Supervisor real-time statistics
Supported Operating System(s):
Web browser (OS agnostic), Mac OS

31 Reviews of Five9 Virtual Call Center

Showing 1-20 of 31

 

from Guidance Software
Specialty: Software / IT
Size of portfolio: 51 to 100 users Portfolio size: 51 to 100 users

This product is terrible in every way. It doesn't work.

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Likes Best

Five-9 integrates with Salesforce, and allows you to click on the number and automatically dial a customer. Unfortunately this rarely works, and the software is full of bugs..

Likes Least

I spent two hours trying to configure Five-9 myself in vain. Once I finally called customer support, I sat on the phone for 30 minutes before I even found a rep to talk to. Despite being initially instructed to be up to date on my Java, i was then informed that I had a Java that was too new and not compatible. We did a screen share where it took him an additional HOUR to get my Five-9 configured, and after just one week I'm having issues getting my calling station identified and I've lost the ability to do a click-to-call.

Also, My colleagues will often call through Five-9 and end being inserted into other peoples conversations. This is obviously extremely disruptive to everyone's sales process.

Basically the tool is completely useless at this point.

Recommendations

Don't buy it! If you do buy it, make your IT department install and debug the solution before you give it to your sales force!

I have wasted tons of my selling time dealing with technical issues. I don't know of a single sales associate in my org that likes this tool

 

from Nations Insurance Solutions
Specialty: Insurance
Size of portfolio: 21 to 50 users Portfolio size: 21 to 50 users

Nations Insurance Solution Survey

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Likes Best

The system is very easy to maneuver. The tech support team is awesome! Everyone is willing to work together. It is like having a true partner.

Likes Least

We use the Agent Desktop Kit and the Java does not work well. Too many times we have to relaunch the dialer. I don't like that the data is purged so often. I have to create many scheduled reports so it is not lost for good.

Recommendations

I have looked at many dialers over the years and have used others. The Five9 dialer is a much better system and the reporting is good.

 

from EnerCom Inc
Specialty: Energy
Size of portfolio: 2 to 5 users Portfolio size: 2 to 5 users

Simple but full-featured; integrated CRM; great for outbound campaigns

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Likes Best

Using Five9's calling and administrative features is very straightforward. Five9's software provides all the bells and whistles in an easy to use package. The integrated CRM is great for outbound campaigns using preview or predictive dialing.

Likes Least

Accessing some of the integrated CRM information can be a little bit difficult, but Five9's robust reporting system works around this limitation.

Recommendations

Compare features and price. If you're not married to SalesForce, Five9 is the best value out there.

 

from Falcon Mobile
Specialty: Telecommunications
Size of portfolio: 51 to 100 users Portfolio size: 51 to 100 users

Horrible software that is incompatible with itself!

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Likes Best

Tech support is excellent. They answer the phone and connect remotely.

Likes Least

It requires Java 7 and is incompatible with Java 8. When you install Five9, it installs Java 8! Then you have to call tech support to downgrade to Java 7. If you keep Updates on, it will re-install Java 8 and kill Five9. It is also incompatible with our anti-virus software.

Recommendations

Use something else if you want to avoid headaches.

 

from Amped Media / Amped Center
Specialty: Telecommunications
Size of portfolio: 11 to 20 users Portfolio size: 11 to 20 users

Smaller Call Center, Big Expectations

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Likes Best

We like the fact that there is a seamless way to streamline all agent and campaign data from one user interface (Supervisor or Admin app) without going through and opening multiple programs/applications.

Likes Least

The variety of reports that the product offers has been very well-thought-out; however, we least like that the product is slower at rendering a specific or generalized report than we would like.

Recommendations

While the initial setup and integration of using this software can be a bit overwhelming at first (there's a lot to take in all at once on the implementation orientations), the software itself is very user-friendly and easy to navigate around. The technical support staff is very friendly and no question is too small or insignificant to them.

 

from Financial Management
Specialty: Software / IT
Size of portfolio: 51 to 100 users Portfolio size: 51 to 100 users

Easy to use

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Likes Best

My team loves the ease of use and the detailed reporting.

Likes Least

Implementation was a bit rocky, but in the end, it all worked out.

Recommendations

I would recommend being very specific about what your requirements are, and let them demo it for you. No one likes to be over promised and then under delivered.

 

from One Stop Agent
Specialty: Consulting
Size of portfolio: 11 to 20 users Portfolio size: 11 to 20 users

Easy to use, robust capabilities, easy to scale globally

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Likes Best

I like the diversified features and capabilities. Five9 offers all multi-channel capabilities, robust reporting, and the ability for us to add agents quickly or reduce counts for seasonal fluctuations. We looked at the other companies but most were either too small, had not been in cloud long enough, or did not have vetted integrations with leading CRM vendors.

Likes Least

Nothing known immediately as we just started using the system.

Recommendations

Make sure you look at the company legacy, financial stability, and history. Make sure you speak to references in the same industry. For us, multi-channel and omni-channel are big because we are in retail. We have a strong emphasis on leveraging social media to improve customer care, and with Five9's offering, via their SoCoCare acquisition, we are now able to use intelligent routing and NLP through our call center. That was a biggie for our CMO.

 

from Churchill Credit Solutions
Specialty: Telecommunications
Size of portfolio: 2 to 5 users Portfolio size: 2 to 5 users

Simple & reliable, but could have better outbound call programming

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Likes Best

All the features were easily understandable, even by people with relatively low computer literacy skills. It's easy to learn. It's very reliable and doesn't crash very much. It seems that the program could be learned in 5 minutes or less.

Likes Least

The programming behind the calls isn't efficient. Five9 often makes calls to people in a time-zone during a time of the day when they would be preparing for bed. This made for angry and counterproductive calls at times. Also, too many calls went to voicemail.

Recommendations

Whether a specific calling system makes sense for your company should be determined by how easy the software is to learn, whether the software can support call volume, and whether the software is efficient at calling people when they are most likely to pick up the phone.

 

from Insomnia Cookies
Specialty: Telecommunications
Size of portfolio: 21 to 50 users Portfolio size: 21 to 50 users

User review

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Likes Best

I like the ease of use.

Likes Least

It lacks technical fluidity. We have constant re-connections.

Recommendations

Make it more user-friendly and easier to configure.

 

from Churchill Debt Settlement
Specialty: Banking
Size of portfolio: 2 to 5 users Portfolio size: 2 to 5 users

Reliable Service

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Likes Best

The technical issues I had were always quickly resolved. Very few issues over the years.

Likes Least

The reception sometimes was not clear. Had to run diagnostic tests to fix.

Recommendations

Look at the overall performance of the product and not only the issues that sometimes arise.

 

from Serve U Brands
Specialty: Food / Beverage
Size of portfolio: 21 to 50 users Portfolio size: 21 to 50 users

Not the best

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Likes Best

You can monitor and group your staff, and you can send messages to other employees.

Likes Least

The maintenance and the constant drop calls. The call transfer is not the easiest to understand, and the call monitoring is not the best quality ever.

Recommendations

Find another vendor. This one needs a lot of work and it is not ideal for a big company.

 

from ServeUBrands Inc
Specialty: Food / Beverage
Size of portfolio: 11 to 20 users Portfolio size: 11 to 20 users

Great product for any sized call center!

Ease-of-use

Functionality

Product Quality

Customer Support

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Likes Best

The ability to chat with other users is really useful.

Likes Least

The server connections and audio quality are sometimes bad.

Recommendations

This is a great product for any size call center and is user-friendly.

 

from ServeUBrands
Specialty: Food / Beverage
Size of portfolio: 11 to 20 users Portfolio size: 11 to 20 users

Great service. I wish it could be more reliable

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Likes Best

I like the ease of the functionality of the system, as well as the customer support.

Likes Least

Sometimes it freezes, and we have to reboot it. And during maintenance failover, it was slow to start over.

Recommendations

Check the full capability of the system before evaluating.

 

from Serve U Brands
Specialty: Food / Beverage
Size of portfolio: 21 to 50 users Portfolio size: 21 to 50 users

Erin's Review

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Likes Best

I like that the software is very user-friendly. I found it very helpful while using it in supervisor settings.

Likes Least

I have been using the software for over a year. While using it many times, the server would go down, or other issues would preset itself. While this is understandable, the time it took to come back up was not satisfactory. I would say this is my main complaint using the software.

Recommendations

If Five9 were to work 100% of the time, I would absolutely recommend it. It is very cost-effective and user-friendly. If this is the only means of communications, I would not recommend it. There were many times during busy hours that we could not speak to our customers.

 

from Serve U Brands
Specialty: Food / Beverage
Size of portfolio: 11 to 20 users Portfolio size: 11 to 20 users

Customer Service Representative

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Likes Best

The thing I like best about this product is that it is easy to use.

Likes Least

The thing I like least about this product is the server crashing.

Recommendations

I would recommend to others that they need to be patient.

 

from Insomnia Cookies
Specialty: Retail
Size of portfolio: 21 to 50 users Portfolio size: 21 to 50 users

Great when it works.

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Likes Best

It's easy enough to use with plenty of features. Communication within the call center and with satellite locations is easy.

Likes Least

It seems to be unreliable. Service goes down at least once a month, and we are never sure how long it will be down.

Recommendations

It comes with a lot of features that I have never had a use for, so it's hard to evaluate as a whole. That said, it seems like an adequate system for a medium-to-large call center to use.

 

from Churchill Debt Settlement
Specialty: Advertising
Size of portfolio: 2 to 5 users Portfolio size: 2 to 5 users

Reliable and intuitive, but I wish it had better predictive capabilities

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Likes Best

Fast calling. There's very little time between calls. It has a very intuitive interface.

Likes Least

Dialing is not predictive enough. A relatively high percentage of calls went to voicemail or were not answered.

Recommendations

The best metric is effective call rate. For each 100 outbound calls, estimate how many of them reached a person on the other end.

 

from CarQualifier
Specialty: Other services
Size of portfolio: 2 to 5 users Portfolio size: 2 to 5 users

The Very Best Service!

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Functionality

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Likes Best

The product is flexible and easy to use. Five9's support is great; they are always available for additional assistance.

Likes Least

There isn't anything I don't like. I have used Five9 for various companies I've worked for over the years, and I have always liked their service.

Recommendations

Take the time to go through their tutorials and webinars; they are informational and very useful.

 

from Source Intelligence
Specialty: Telecommunications
Size of portfolio: 11 to 20 users Portfolio size: 11 to 20 users

Small customer service-based company that requires excellence.

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Likes Best

I am very pleased with the product and am looking forward to applying our company's personal touches to our profile.

Likes Least

The Five9 system is very user-friendly to a degree, but it could be streamlined when it comes to administrator settings.

Recommendations

I would recommend understanding what your expectations are so the technical support team can evaluate your needs.

 

from TeleAware Inc.
Specialty: Other services
Size of portfolio: Single user Portfolio size: Single user

No doubt best in class!!

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Likes Best

simplicity of use, attentive client services, a multiple suite of options available and extremely cost effective with a substantial ROI!

Likes Least

I cannot appear seamless with my clients when I have arranged a meeting for them

Recommendations

Take their optional free trial .you will be pleased that you did

 
 
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